Enterprise Reviews 

I rarely leave reviews like this, but our experience at Enterprise Aberdeen Airport deserves the attention of senior management.
Earlier that day, I had a reservation in my own name through Booking.com. Enterprise required a credit card in my name, which I could not provide at the time. I asked whether I could instead use a debit card with a substantial deposit, as I had done with another major rental company. Enterprise said their policy was different. I accepted this, cancelled my reservation and left.
Later, Sanoa, a university lecturer, made a completely separate Booking.com reservation in her own name, for her own use. She had her own valid driving licence and credit card.
When we arrived together to collect her car, staff recognised me and refused to provide the vehicle because of my earlier visit. This made no sense: it was not my reservation and I was not the intended driver.
Sanoa repeatedly explained that she was the customer and would be the sole driver. Nevertheless, staff apparently assumed that because I had accompanied her, I would drive the vehicle.
Most surprisingly, we were then told the car could be provided if approximately £256 extra was paid to add me as an additional driver — despite Sanoa repeatedly saying that she neither wanted nor needed an additional driver.
If the concern was genuinely that I should not drive the vehicle, it is difficult to understand why the proposed solution was to charge £256 to add me as a driver when the actual renter was standing there with the required credit card and licence saying that she alone would drive.
Sanoa then asked to speak directly with the manager. The person presented to her as the manager responded:
“We provide service to whoever we decide, and we don't want to offer the service to you. Cancel your contract.”
We found this astonishingly rude and dismissive. It did not sound like an explanation of company policy.
As someone from an ethnic minority background, I also have to say that the way I was spoken to, the assumptions made about us, and particularly the manager's statement left me deeply uncomfortable about whether we were being treated differently because of my background. I cannot know what was in anyone's mind and I do not make an allegation of discrimination lightly, but the experience left me with a serious concern about how we were treated.
Sanoa subsequently contacted Booking.com. Their representative spoke directly with the Enterprise branch about what had happened, and Booking.com ultimately agreed to refund the reservation in full and apologised for the experience.
I fully respect legitimate rental policies regarding credit cards, deposits and authorised drivers. My complaint is not about Enterprise having policies. It is about how Sanoa's separate valid reservation was handled, the assumptions made about who would drive, the proposed £256 additional-driver charge, and the manner in which the person presented as the manager spoke to her.
I would welcome Enterprise senior management reviewing what happened at its Aberdeen Airport branch and determining whether this treatment — particularly the manager's quoted response — represents the standard of customer service Enterprise expects.
An exceptionally disappointing experience from a company from which we expected considerably better.

This company let me down at the last minute. Seemed to be engaged in ritual humiliation. Booked a car to move a few boxes into a new flat only to arrive at the reception to be told I didn't pass their checks

Awful.

Booked and paid for a car. We were sent an email confirming our 7 seater manual car was available at midday.
We arrived and were told there wasn't one available.
We rang the helpline. They told us there was an equivalent car at another branch 12 miles away. We got there and there wasn't.
We had to cancel the booking and we missed the first day of our holiday.

Swapped to a larger van on a company Flexi rental, within 10 mins of leaving the branch the engine management light (EML) came on. I called & was assured all vehicles are serviced and I could ignore the light and continue. I explained to the lady that a service notification is not the same, The EML means something's gone wrong and needs immediate attention. She spoke to her manager, said they have no other vehicles and I should ring the emergency breakdown number. When called the message states this is for breakdowns only. I told Earlsfield I was taking it back.

They mysteriously put me in an equivalently sized apparently non existent van and on return from a weekend break did the usual maintenance checks before using it for work on Mon. All tyres were below the recommended tyre pressures, with the front two deflating within a week. They were also at or below the tread wear indicators which meant an overzealous police officer would have put point on my license.

I visited my local Enterprise branch which although helpful could not do anything immediately and put me in touch with one of their tyre companies.

Fast forward to today Sat 5th September, having booked in the van earlier in the week, with tyres order and ready, Enterprise would not authorise the tyre swap, arguing that they want budget tyres fitted, which meant reordering, further delays and more garage visit to top-up the air.

What a mess, they were brilliant years ago and seems to have gone downhill rapidly with their growth. So sad 😔

Oh dear what a terrible company this is, I rent often for my work!! Recently renting vehicles from Enterprise Hounslow the service was pretty poor. So I thought I would use the Haworth branch, big mistake!! Firstly I turned up for a prr booked vehicle and they didnt have one, eventually after 2 hours they managed to arrange a vehicle!! The vehicle while a 25 plate was filthy, and had been in an accident. The vehicle had no Add Blue which is illegal, I was told to fill it up and bring the receipt and have it repaid, I did but was never refunded.
The vehicle itself had an issue with the side door that opened intermittently while driving along the M1. That apart and again while on the M1 the right indicators lens fell off, obviously at 65MPH I couldn't retrieve it.

Returning the vehicle I explained what happened, however was then informed by some sort of manager that it would be classed as damage!! And a deposit would be kept.

One week later I received a call relating to the deposit, informing me it would be returned.

I called today and was informed it is still being disputed.

So my advice avoid enterprise if possible, but without question avoid the awful businesses that is Enterprise Hanworth West London. Unless you are happy with the worst customer service and an unroadworthy vehicle and being lied to

Thetford branch of Enterprise! Paid for a van online as my partners car broke down and he was stranded. The van was meant to cost £130 for 3 days. When we turn up they don't have the van I needed and I was forced to take a car that cost me £165 for a day! I had no choice but to take this car as I'd arrived by taxi and would have been stranded!
The next day I again (stupidly!) booked a medium van online and paid via card- as we still needed a van for work. I turn up to the Thetford branch again and again they don't have the van I paid for and instead tried to palm off a small van, which isn't what I needed or paid for! I ordered a medium van for a reason?
We were then forced to get another taxi to another van rental place in Thetford to go hire a medium van from them- despite already PAYING for the van I wanted! I have been consistently calling, emailing and messaging Enterprise via Lamins work phone which he decided to read and completely IGNORE - so I again had to contact head office to get him to deal with it!
He's now messaging asking for reference numbers etc because he's too lazy to check online himself when it's all in the email! I shouldn't have to keep going out of my way to get my money back when it wasn't me who messed up several times and breached the legally binding agreement!
Maybe stop advertising vans that people pay for online in good faith and then when they turn up via taxi TWICE you try and palm them off with expensive cars and smaller vans that are no good, rhat they feel FORCED to take otherwise they'd be stranded!

What should have cost us £330 in total (£130 for the van £200 deposit) ended up costing me and my partner close to £900!! No offer of a refund for the difference - which is what they legally should do!
Absolute appalling. We'll never use them again and we regularly needed vans for work. Alley Cats are a breeze to deal with it and will use them every week now.
It's now September and I'm still waiting for a refund. Disgraceful!

To be honest initially i was going to leave a scathing review. However Nisham in the Hinckley office ( i believe this was the gentleman who "owned " the problem, totally tranformed the review ) He is a credit to the Enterprise team , professional, understanding and diligent.

Shockingly bad service from the Aberdeen, Blackburn and Palma (Majorca) branches.
Upsold dent insurance to my friend who was so terrified by the two salesman that she wouldn't accept not getting it, I was trying to get back to watch the Argentina vs England match in Sa Coma which is why I had booked online, only for this debacle to eat an hour and a half of our time and missed most of the game, was then told upon return that due to this, we would get a 50% refund of the dent insurance, only to never receive it. That was the beginning of our enterprise nightmare, starting in Palma.
Then I booked a hire in Aberdeen to take to Blackburn where I would be picking up a new car, they said they only had mid SUVs available even though I had ordered a small car online. More upselling later and I just accepted this. Two weeks later they just helped themselves to a random 80 pounds from my bank, a few phone calls later and this was rectified, although I had to wait over a week for the money to be returned.

Now for the worst part of all, as if that wasn't bad enough. Two weeks after the first theft, they tried to take £1750 out of both my bank account and my friends (I was the named driver on the Aberdeen booking), no warning, no reason given, luckily neither of us had this amount in the bank so it wasn't approved. This did not stop them from continuing to try. We received a letter telling us that it was for damage to the vehicle (the driver door stopped opening from the inside, a mechanical fault that was not caused by poor use of the vehicle, we have been told several times that this would not be considered a driver issue and should not be a charge to us). At the handover, no mention of this was included after I explained to the branch that it had just stopped working, so for them to try to take money with no warning, more than a month later, is tantamount to theft. Had I read the other reviews here, I would never have used this company and will never again. Avoid at all costs unless you like random amounts of money being removed from your bank.

I rented a premium car paid 175 for one day to use from Birmingham to Glasgow then they took a 500 for deposit then they took1350 for a scratch under the car which was already discussed the time of the collection from Birmingham
They took the money form the credit card with out my approval as I was in the hospital recovering from cancer surgery ,I tried to travel with a minimum and they charges 2000 pound for not taking their hidden charges as insurance charges which is already charged in the 175 , total rip off .

Avoid These Scammers

My son rented a van from this lot in Livingston. Now to be fair he didn't pay the £25 collision damage waiver but does that give them the right to rip him off. When the van was returned a valeter yes a valeter inspected the van and suddenly there was a scratch on the door runner. Without delay they got in touch to say he'd have to pay for the damage. What an opportunity to scam. They took 7 days to repair it , charged 7 days loss of use and added admin fees total cost ,£1400 really. Google says the worst scratch would amount to £450. Tried to complain to the Area Manager Sheldon Teren but he either doesn't want to know or is being kept out of it by his employees locally. So come on Sheldon justify your elite title. If someone gave me a paintbrush we could have sorted it . Maybe enterprise by name enterprising by nature an enterprising move to extort money from young people. Thiñk this needs more publicity and it's going to happen. Needless to say don't rent a scooter from these guys let alone a van. Will keep everyone updated on what happens next let's hope Sheldon responds or perhaps we try the CEO next perhaps Chrissy?

Stay away from renting from this company, use any other rental company if possible. The way they speak to customers is absolutely appalling, then take no accountability for it, this goes right to the top of Regional manager level, STAY CLEAR awful company

Disappointed in the fraudulent behaviour.

Storing my card charging me excess for normal tyres.

Charging without my authorization.
Appalling behaviour from a respectable brand.

I would not recommend to anyone.

Booked a van from the Foxton branch for Saturday to move house. Got phone call in morning to say van has gone into limp mode on way back from Ipswich. Asked if happy to have van in that condition which I replied I’m not paying for a broken van. Was then told nearest van was in bury st Edmond’s which is 40miles away and would have to go there to get it. Now still waiting for refund to go into bank. Will avoid going forward

I pre-booked and paid £1360 for a nine-seater van for two weeks at the Enterprise Paisley branch. I paid with my physical credit card and pin at the counter. The next day, I noticed a low Adblue warning on my dashboard. I quickly bought a 10-litre can and filled it up but the warning came back the following day. I suspected the can wasn’t enough so I bought another and filled it up again.

The problem continued on the third day. Enterprise advised me to call AA. They suggested a leak or sensor issue and asked me to return the van. I took it to their Glasgow airport branch where they swapped it without any problems.

The next day, Enterprise tried to charge my credit card twice. First they attempted to charge £1000 twice and then £600 but unfortunately no transactions were successful. Finally, they used my card details and PIN, which they had saved in their system without my consent, to charge my card £1750 without even informing me. I was shocked and called the Paisley branch. They claimed I had damaged the Adblue tank and that was the charge for repair. This was the first time I’d heard a car rental company charge for mechanical damage or wear and tear.

There was no investigation or courtesy call. They used my saved card details and charged without my consent. I informed my credit card company and reported fraud. Please avoid using this fraudulent Enterprise.

My experience with the company was excellent. The members of staff were so helpful and explained everything with ease. The car was clean and ready to go and had no issues. The price was competitive over the three days period.
Easy drop off, which surprised me.
Thanks again to the staff at the Holderness Road, branch Hull.
5 stars all round.

Deliberately gave me a van with a faulty gear box that wouldn’t go into first gear after they gave me the key they told me you have to put into second gear before you put it in first gear the car I hired before this from enterprise was about 5 years old and had about 100,000 miles on the clock it was soo bad I was too embarrassed to drive it and left it parked up

Appalling….. despite our confirmation stating a £500 deposit on collection after over an hour wait they demanded €1000 , tried to make us take an automatic despite booking manual, car they gave us was filthy, had no water in windscreeen wipers and had a service light on, staff at Bastia Airport were rude and unhelpful…….. they sell a hire agreement then change the amounts…. Avoid like the plague

if you been refereed to them by your insurance company you better decline this and find something better.

my insurer refer me to enterprise after our non fault claim, someone from enterprise called us took all details etc said its non fault claim and told us we will get similar size and spec car, today we went to pick up the courtesy car and we have been given small class a mini car because as per today enterprise told us that our mercedes c200 estate amg line is too old to get like for like car as per british law we should be given, and now for time of repair we have to change car from big premium estate german car to some small, class a, mini. no one from enterprise told this to us before when we spoke with enterprise at first point they told us like for like now car is too old.

if you ever gonna be refereed by your insurer to enterprise avoid them, if you have non fault claim better get someone different to provide you with similar size and spec car as you driving every day

PRE-BOOKED A VEHICLE ONE MONTH IN ADVANCE. AFTER EMAILS BACK AND FORTH TO TWO DIFFERENT PEOPLE, A BUSINESS DEVELOPMENT SPECIALIST AND A HGV SPECIALIST WE NEVER RECEIVED THE VEHICLE. NO EXPLANATION OR APOLOGY. THE WORST CUSTOMER SERVICE EVER...

I booked a van on-line to move my son for his first job. New landlord changed moving in date by THREE days so I needed to modify just the dates. However as I had pre-paid - this isnt possible. I have to wait up to 10 days for a refund - cancel the current booking and re-book and pay again. The company gets to keep my money TWICE just to modify a collection time - how is that best practice? Waited over 10 minutes to not get connected to my local branch - customer service just kept repeating i had to cancel and re-book. I havnt actually got the van yet but i am anticipating issues - for some reason!